streamlining home delivery with oracle field...
TRANSCRIPT
Streamlining Home Delivery with Oracle Field Service
TCMOAUG
September 19, 2006
Presenters
Mary Cheasick, Select Comfort Robin Statz, Fujitsu Consulting
Agenda
Select Comfort Corporation Home Delivery Business Model Technology Timeline Oracle Solution Advanced Scheduler Oracle Order to Debrief Flow Reports and Forms Improvement Opportunities Q&A
Select Comfort Corporation
What’s Your Sleep Number?
Nation’s leading bed retailer 6 years running in annual report published by Furniture Today
400+ company owned stores, website, direct marketing, Radisson hotels, and
partner retailers More than 4 million people currently sleep on a Sleep Number bed
More than 50,000 unsolicited testimonials received from Sleep Number® bed
owners across the country 2005 Revenue exceeded $690M. Goal is to reach $1 billion in revenue by 2007
Building new corporate facility in Plymouth MN – open late 2007
What’s our Motivation? To delight our customers by giving them a better night’s
sleep!
Home Delivery Business Model
Home Delivery Organization
4 Area Managers § 2 in Plymouth; 2 Remote 35 Senior Technicians § Remote work force 380 Home Delivery Technicians § Remote work force – except for Plymouth 30 Schedulers, Leads 4 Routers 4 Regional Coordinators
Manufacturing and Logistics Manufacturing Plants § Irmo, South Carolina § Salt Lake City, Utah Cross Docks § 109 Third party docks § Technicians pick up beds § Company owned and rental trucks Hub and Spoke § EDI, Tracking, Inventory Control § Los Angeles rollout completed
Area Manager Alignment
WEST Craig Shockency
612-281-1603 GREAT LAKES Tom Spadafora 630-692-6970
SOUTHEAST Jim Blanton 276-494-1065
CENTRAL STATES
Tom Anderson
651-503-4793
TRANSPORT ALLIANCE
Home Delivery Process Model
RETAIL ORDER
SERVICE REQUEST SCHEDULING ROUTING SCHEDULING
HOME DELIVERY FIELD OPS
STORE GENERATED
• Customer Purchase
• Sell Home Delivery
PLANT SHIPS BED TO 3RD PARTY
CROSS DOCK
• Service Request and Task created in Field Service
FIRST CUSTOMER CONTACT
• Confirm Order • ID Unique
Requirements • Capture Date
preference
BUILD EFFICIENT ROUTES
• Visible to Scheduling in Oracle
• Export to 3rd party routing software
• Group & Route Orders
SECOND CUSTOMER
CONTACT
• Set Appt date and time
DELIVER & INSTALL BED
• Techs assigned Gearworks job • Delivery
Confirmation • Revenue
Recognized
Technology Timeline
HISTORICAL PERSPECTIVE
2003 2004 2005 2006
• Gearworks • Oracle Advanced Scheduler
• Technician Email
• Hub & Spoke
• Oracle Advanced Scheduler Proposed
• Oracle Time & Attendance
• Autofax • Fixed Day Scheduling § Oracle § MS Access
• Revenue Recognition
• RouteView • Oracle Field Service
• IVR • Payroll Phase I
• Manual Scheduling Process § Fax Paper § Excel
• Manual Routing § Maps § Pins
• No Reporting
Project Timeline
Field Service Selected
Field Service Rollout
11.5.9 Upgrade
Routing Vendor
Selection
Biscom Autofax
Gearworks Rollout
11.5.10 Upgrade
Advanced Scheduler
Live
SOLUTION CANDIDATES SOLUTION
Oracle
RouteView
UPS
GearWorks
FUNCTIONALITY GAPS • Map visual capability • GPS Tracking capability
• PC Based Only • Technical Architecture
• Technical Architecture • Limited Experience in
Dynamic Scheduling
• Point Solution Only • Augments Gaps in
Other Solutions
FUNCTIONALITY IDENTIFIED Enterprise Solution • Field Service Management • Route Optimization • Full Integration with other
Business Apps
• Routing • GPS Tracking
• Routing • Scheduling • Customer Service
• Field Data Collection • GPS Tracking • Field Customer Facing
• Signature Capture • Tech Productivity • Invoice Printing • Bar Coding
RECOMMENDATION – Solution Map
ORDER
SCHEDULING
OracleManufacturedand Shipped
Order
OracleManufacturedand Shipped
Order
OracleManufacturedand Shipped
Order
Current SRM Original SRM2 Revised SRM2
Oracle ServiceRequest (Field
Service)
Oracle ServiceRequest (Field
Service)
Oracle ServiceRequest (Field
Service)
ROUTING Route Viewsoftware
Oracle Task(Field Service) --Fax/Email Docsto Technician
DISPATCH
EXECUTEDELIVERY
Techs route onpaper - manual
mapping tolocate stops
DATACOLLECTION
Tech calls IVR(SQL) - updates
Oracle FieldService
OracleAdvancedScheduler/
Navteq
Oracle Task(Field Service) --Fax/Email Docsto Technician
Tech receivesroute on paper
- manualmapping tolocate stops
Tech calls IVR(SQL) - updates
Oracle FieldService
OracleAdvancedScheduler/
Navteq
Oracle Task(Field
Service)
Tech receiveswork on NextelPhone; Driving
Directions
Tech completesjob on phone; GPS
Enabled; RealTime Updates to
HD and CS
Optimizeroute
EliminateFax &Paper
IncreasedCustomer
Satisfaction
Liveupdates
INTE
GR
ATI
ON
WIT
H T
RA
CIN
G A
ND
TR
AC
KIN
G
DrivingDirections
TechProductivity
Oracle Solution
Oracle Components Territories – Postal Codes, Route Resources, Service Request
Owner Employee Resources –Technicians, Schedulers, Routers Party Resources - Routes Roles – Field Service Representative, Field Service Dispatcher Groups – For Service Request assignment Service Requests – 8 Types based on order type and delivery
requirements Statuses – used to age and prioritize requests Tasks – align with Service Requests – applied via Task Templates Calendars – generic and can be used across all markets Shifts - generic and can be used across all markets
Territories - Service
Territory - Qualifiers Work distributed by postal code
Territory – Route Resource
Resource selected by Advanced Scheduler
Territory - Service Request Assignment Owner; Group on Service Request
Territory Trees – Route vs. Owner
Approximately 410 territory “zones” x 2 Approximately 550 Route resources (“trucks”)
Calendars and Shifts
Assign Resources to Calendars
Advanced Scheduler
Advanced Scheduler - Cost Mechanism
Costs are related to your organization’s business rules for planning and allow the cost mechanism to compare the alternative options for scheduling.
Uses a set of predefined constraints and associated costs
Costs should not be read as financial cost, but more as ’penalty points.’
Finance Intelligent Optimization based on Constraints (time, travel, costs, competency)
Finance Window to Promise
Optimization based on Window of Time plus Constraints
Finance Auto-Assign Lowest Cost
Finance Assisted Dispatcher selects Resource, Scheduler completes
Finance Unassisted Dispatcher selects Resource and schedules
Finance Cost Mechanism
Finance Assignment Manager
Finance Geographic Component Qualified Resources
Finance Scheduler
Optimization Engine
Travel Time Penalty Points
Cost Related Constraint Descriptions• Cost for not assigning preferred
resource• Cost per day a task is planned after
received• Cost per unit traveling distance • Cost per minute traveling time • Cost per minute a resource is working
overtime• Cost per minute visiting too early • Cost per minute too late
Scheduler Setup – Cost Mechanism
New Home Delivery Process
RETAIL ORDER
SERVICE REQUEST SCHEDULING ROUTING
HOME DELIVERY FIELD OPS
STORE GENERATED
• Customer Purchase
• Sell Home Delivery
PLANT SHIPS BED TO 3RD PARTY
CROSS DOCK
• Service Request and Task created in Field Service
CONTACT CUSTOMER
• Confirm Order • ID Unique
Requirements • Customer ready
to schedule delivery?
• Schedule Advise produces 10 options
• Select; Confirm; Assign Task
DELIVER & INSTALL BED
• Techs assigned Gearworks job • Delivery
Confirmation • Revenue
Recognized
Advanced Scheduler
DISPATCH CENTER
• Customer’s Choice
• Optimize Route to reduce travel time and miles
• Manifest created 48 hours prior to delivery
Oracle Order to Debrief Flow
Universal Work Queue
Distribute Work to Schedulers
Sort by Status and Aging
Service Request – confirm address; product
Task and Assignment Manager
Scheduling Options
Scheduling Advice – Intelligent Scheduling
Delivery Options – Selling Low Cost Option
Reports
Forecast Report Exceptions Report Daily Snapshot Dock Manifest
Exceptions Report
Forecast Report
Forms
Fixed Day Calendar Route Assignment
Custom form – Fixed Day Calendar
Custom Form – Resources for Fixed Day
Custom Form – Assigning Techs to Routes
Gearworks Etrace
Oracle § Service Requests/Tasks;
Routes; Tech Assignments Gearworks etrace § Access today’s work via PIN Nextel § Service Provider § Iden Network Motorola i605 § Device Manufacturer
GPS (Global Positioning System)
Speed Route Driving Directions Stops – planned and
unplanned
Overview of Jobs
Each route will be sent to the Nextel handset based on the Route Pin. Once you login to etrace, all stops that are assigned to that Route will be downloaded to the handset.
Tech is notified of the number of jobs that have been assigned to his route. Tech selects the OK button.
All jobs are displayed in this menu, worker can select the job listed by scrolling or pressing the number associated with the job name.
Once the Tech selects OK, it will take him to the etrace main menu. Here select Jobs or Press 1 to view today’s delivery information.
Viewing Stop Details
When you select a job, you will see the job’s main menu. At this screen you can view the Details of the job, perform actions on the job, or obtain driving directions
The job details will display the information that you currently see on the Service Request detail.
New Jobs: 8 etrace
1. Jobs
2. Forms
3. Messages
4. Exit
Jobs
1. Swanson, Michelle
2. Escher, Chris
3. Doane, Earl
4. Vogel, Daryl Jodee
5. Pidgeon, Dr. Susan
Swanson, Michelle
1. Details
2. Status: Viewed
3. 2814 W 3rd. St Duluth, MN 55806
4. Contact: 2186282565
Swanson, Michelle Ref:276163 4234678
Sched: 8:00 am 12/30
Duration: 1 hour
Phone: 2186282565 SR: Home Delivery Request
Summary: 11221209930 SALE
HD Service Option: 16
Job Summary Menu
Swanson, Michelle 1. Details
2. Status: Viewed
3. 2814 W 3rd. St Duluth, MN 55806
4. Contact: 2186282565
1. Details provides you job information.
2. Status is where you debrief your job.
3. Address provides you with turn-by-turn driving directions.
4. Contact is a hotlink to call the customer.
Improvement Opportunities
Improvement Opportunities
Current Navteq Spatial Data Applications Server Route Optimization § Balancing one call system against metrics
• Stops per truck • Miles per delivery • Overtime
Mapping Capabilities User maintenance and training
Q&A
Contact Information
Mary Cheasick, Select Comfort Corporation [email protected] 763.551.7000
Robin Statz, Fujitsu Consulting